Jacquiline Pareño

We take calls from customers who want to book reservations for their pets. We go over what they should and shouldn’t bring, discuss to them about fees and charges. Once they’re good with everything, we lock in their preferred dates. We also let them know about extra services they can add, like grooming or baths.

SMB
Addressing customer inquiries and providing assistance with account integration. Communicating through chat platforms and composing responses, including the use of predefined email templates, to ensure efficient and professional customer support

Risk
Acts as the primary point of contact for customers inquiring about the reasons behind the suspension of their payouts. Provides clear and accurate information regarding the terms of service agreement, ensuring that customers are well-informed about prohibited and permissible items prior to onboarding their business. Ultimately, our role is to assist in mitigating risks associated with businesses utilizing our services.

Fraud Analyst, KYC Analyst, Gelato

"A KYC (Know Your Customer) analyst is responsible for thoroughly reviewing all documents submitted by customers, ensuring their validity and authenticity before onboarding their accounts. The Financial Crime team focuses on validating all customer information, including business entities, personal identification, and residential addresses. Gelato verification entails reviewing a customer’s selfie for accuracy and compliance.

Fraud analysts conduct underwriting assessments of submitted documents, adhering to the company's established requirements and guidelines. In addition, they analyze data and information to identify fraudulent or suspicious transactions associated with accounts. Lastly, comprehensive reviews are conducted on newly created accounts to facilitate the early detection and prevention of fraudulent activities

As Medicaid representatives, we reach out to prospective seniors to assist them in obtaining medical insurance. After presenting the benefits and gauging their interest, we arrange an appointment for them to consult with our senior medical insurance representative to finalize the process.

As cold caller, we are calling leads of prospective home seller. Once they show interest of selling their houses were going to provide the information to the acquisition department for them to follow through. As for cold calling manager, I handle all the leads of the people who showed interest of selling their home and make sure to get all their details. For disposition and transaction, were the last part of closing the deal. We monitor the properties, coordinates with the acquisition managers and lawyers for deal closure.

Collections Agent: Responsible for answering phone calls and assisting customers with payment processing. This includes performing ad hoc services, such as enrolling customers' bank accounts in autopay and providing billing explanations.

Escalation Agent (Tier 2): Tasked with assisting agents during escalation calls involving customers who wish to speak to higher-level representatives. We act as supervisors, addressing and resolving concerns to pacify customers. Additional responsibilities include performing ad hoc services such as providing credits for issues unrelated to system concerns.

Subject Matter Expert (SME): Conducting floorwalks to assist agents with real-time inquiries regarding processes. Collaborating with the training team to evaluate and deliberate on agents who demonstrate potential to join the team.

Quality Analyst: Ensuring all analyses and decisions align with the company’s quality standards. Responsible for developing and implementing inspection activities, identifying and resolving problems, and delivering satisfactory outcomes. For unusual processes, corrective actions are applied. Tasks also include auditing calls and conducting weekly calibration sessions with supervisors, managers, and clients to ensure alignment with the company’s processes.

We assist customers with booking their flights and arranging seating preferences. Our services include addressing inquiries related to baggage information, check-in procedures, and, most importantly, providing guidance on TSA rules and regulations. As ticketing agents, we are responsible for issuing tickets and processing itinerary changes.

Handling phone calls to assist customers with phone activation, adding minutes, addressing general inquiries, and guiding them in programming their devices. As part of broadband support, we provide assistance with basic troubleshooting. If the issue remains unresolved, we create a ticket to escalate the matter to the field technical team for manual inspection and installation.

Long-time customers contact us to inquire about the phones or items they are eligible to receive for free based on their accumulated points and loyalty. We review all available items aligned with their points and provide them with suitable options. Once the customer selects an item of their choice, we proceed to process the request and arrange for its delivery to their address.

Answering customer's query over the phone. Provide basic troubleshooting techniques if their phone is not working. Checking for area with power outages, monitoring customers balance and activating roaming services for them.